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Lead Receptionist/administrator

2 weeks ago

South Petherton, United Kingdom Symphony Healthcare Services Limited Full time

Identify and book appointments and home visits in line with practice protocols, including cross-organisation bookings. Search for, register if necessary and book onto the computer system patients as they present at the desk. Deal with enquiries, signposting and requests, either face to face or over the telephone from a variety of external sources, such as patients, relatives, clinical team, hospital, pathology, and work colleagues. Deal with distressed/aggressive patients safely and appropriately as they present at the desk or on the telephone Be able to prioritise patients in need of urgent medical attention who present to reception in person or telephone in and direct them to the correct clinical intervention/appointment Deal with requests from patients and GPs for emergency calls, following protocol and dialling 999 as required.

Maintain an overview of the waiting areas, informing patients of any known delays and ensuring the area remains in a neat and tidy condition. Follow up hospital appointments, test results etc. and act upon messages on the system from the medical team Record visit requests and alert duty doctor according to practice policy. Receive urgent results as they come in from the pathology department at the hospital.

Liaise with GP and contact patients with information. Handle specimen samples from patients appropriately. Open up/lock Practice premises and maintain security in accordance with Practice protocols. Ensure telephone system has been transferred correctly to out of hours message.

Advise patients of relevant charges for private services and accept payments/issue receipts Clear and re-stock consulting rooms if required (including stationary and prescription paperwork) Keep all areas of the building, noticeboards and leaflet dispensers tidy Acting as a chaperone (once relevant training has been completed) Ensure that all patient recalls are completed either by telephone call or letter Responsible for incoming document management/workflow including assessing document and accurately coding relevant information from patients clinical records, hospital correspondence and other sources Summarise paper/GP2GP patient records accurately Be able to undertake audio typing/Lexacom as appropriate Referrals - responsible for processing, prioritising, providing advice and guidance and following up queries/chases Ensure surgery sessions are put onto the computer system in advance Handling petty cash as required taking payments, issuing receipts and using card machines if available Private work liaise with insurers, solicitors and scanning companies and ensure correct process is followed at all times including redaction responsibilities As directed by the Practice Manager ensure that / take the lead in ensuring that team/department rotas are staffed appropriately Take the lead in proactively initiate data quality improvement work Assist practice management with audits, data interrogation and reporting Be responsible for ensuring the full registration process is undertaken accurately and following practice protocol Train and supervise new staff as directed by the practice manager Attend ancillary and other staff meetings and training courses as required Participate in an annual appraisal To assist with the provision of cover for colleagues absences (leave and sickness absences). Offer general support to the practice and project a positive and friendly image to patients and other visitors. To assist with any other duties that may be required to ensure the smooth running of the practice. Job Dimensions: (problem solving.

decision making, impact, resource management including value, working environment, responsible for staff & equipment) Required to follow processes and procedures and escalate any issues or complaints appropriately Accuracy required to input patient data and interpret information received Communicate effectively with other team members, patients and carers and members of other health care services, including distressed, angry or anxious individuals. Access to personal and sensitive patient data (maintain confidentiality as per the SHS Confidentiality Policy) Alert management/clinical teams to issues of quality, risk and safeguarding Be able to make an initial assessment and prioritise patients presenting at the front desk or on the telephone who require urgent medical attention Work well under pressure in a busy and demanding environment Supervise and train staff Responsible for assessing and prioritising information and documentation received Proactive in suggesting, planning and implementing improved administration processes.